RETURNS

Cancel order before delivery
You can cancel any order free of charge and without giving reasons, provided it has not yet been shipped. We begin processing orders placed in our online store almost immediately. If you wish to cancel your order, please first check the status of your order by going to the Order Status link on the Website. If the status of your order is "Pending" or "Pending," you may cancel your order by contacting our call center (see the Order Status section on the Website). Our consumer service representatives will initiate a request to cancel your order at our warehouse. If successful, they will send you an email and the cancellation will be free of charge. If cancellation is not possible, the product(s) will be delivered to you and can be returned in accordance with the procedure described below. 

Returning orders after delivery - defects
You have the right to return products delivered to you if they are defective or otherwise not in accordance with your order at the time you received them. You may do so within 14 days of discovering the defect. This does not affect your statutory rights. If your complaint is justified, the purchase price and shipping costs will be refunded. For practical information on how to return, see the Returns section of the Website. 

Exercise of your right of withdrawal
If for any reason you are not satisfied with the products you ordered, you may return the products delivered to you to us within 14 calendar days after the product is delivered, without giving any reason, provided that:
- the products are unopened and not used in any way;
- the product is complete and you return it in or together with the original packaging, foils, etc.
- the product has not been tampered with or otherwise altered.
For information on refunds, see clause 6.5 below. For practical information on how to return, see the Returns section of the Website. If you notify us that you wish to return a product, we will refund all payments received (excluding any additional costs resulting from your choice of delivery other than the cheapest standard delivery offered by us) and, in any case, no later than 14 days from the day we are informed of your decision to exercise your right of withdrawal.

Exchange of products
Exchanging products is not possible at this time, but you do have the option of returning your product(s). See art 6.2 and 6.3 above. For information on refunds, see art 6.5 below. To get another product, you will have to place a new order on the Website.

Refund information
Refunds will be made within 14 days of Cloé Maria Exclusives' receipt of the returned product, based on the original form of payment. If you paid by bank transfer, you must provide this information to customer service when you initiate the return so that we can refund the money directly to your account. In case you are returning goods for reasons other than defects or non-conformity with your order, you will have to pay for the return shipment. For practical information on returning goods and refund deadlines, please refer to the Returns section of the Website. Please read the information in the Help section and follow the instructions carefully to avoid unnecessary delays. If you paid with Maestro and did not enter the 'issue number' or 'start date' field during checkout, we cannot process your return and/or refund you. 

Risk of return
If you return a product under clauses 6.2 - 6.5, you are responsible for shipping the product to our distribution center. If we do not receive the product, we are in no way liable for loss of the product. The burden of proof that a product was delivered to us lies with you or the company engaged for shipping.
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